# Get Access to Gladstone Reporting and Sign In

HTML version: [Get Access to Gladstone Reporting and Sign In](https://support.gladstonesoftware.cloud/gladstonereporting/get-access-to-gladstone-reporting-and-sign-in)

## Problem
Site managers, finance staff and anyone else who uses Gladstone Reporting (Sisense) need a login, need to sign in on a browser or phone, and need to know what to check if sign-in fails.

## Resolution

### Ask for access for a new user

1. **Raise a support case**
   - [Raise a support case](../guides/raising-a-support-case.md) with the user's full name (correct spelling) and whether they already have a Gladstone Cloud account.

2. **Wait for Gladstone to set up the account**
   - Gladstone either creates a Reporting-only Gladstone Cloud account or adds Gladstone Reporting to the user's existing Gladstone Cloud account.

3. **Wait about 30 minutes**
   - Once Gladstone confirms the change, wait about 30 minutes before the user signs in.

4. **Set up self-service password reset**
   - A new user should set up self-service password reset (SSPR), so they can reset their own password in future. See [Gladstone Cloud: Password Reset](../kb/gladstone-cloud-password-reset.md).

### Sign in on a web browser

1. **Open the sign-in page**
   - Open a supported web browser and go to the Gladstone Reporting sign-in page: [https://gladstone.sisense.com/app/account/login](https://gladstone.sisense.com/app/account/login).

2. **Enter your Gladstone Cloud credentials**
   - Enter your Gladstone Cloud username and password.

3. **Open a dashboard**
   - Open **Dashboards** from the left-hand menu.
   - Expand the dashboard folder and select a dashboard.

4. **Let the dashboard load**
   - Let the dashboard and its widgets finish loading before you change any filters.

### Sign in on a phone or tablet

1. **Install the app**
   - Install the **Sisense Mobile BI** app from your app store.

2. **Enter the server address**
   - Open the app and enter the Gladstone Reporting server address: `https://gladstone.sisense.com`.

3. **Sign in**
   - Sign in with your Gladstone Cloud username and password, then select a dashboard.
   - Use a device managed by your organisation if your information security policy requires it.

## Notes

- **Before you start:** Gladstone Reporting uses your **Gladstone Cloud account**, the same account used for the Windows App (hosted [Plus2](../guides/glossary.md)) and Gladstone Drive. Your username is in the format `FirstnameSurname@gladstone-leisurecloud.net`.
- Your Plus2 or Gladstone360 user ID won't work in Gladstone Reporting, and nor will your work email address.
- Gladstone sets up all Gladstone Reporting (Sisense) users. You can't create them yourselves.
- Reporting-only access doesn't need a Plus2 licence. A Gladstone Cloud account that also gives access to Plus2 is chargeable; speak to your Gladstone account manager about costs.
- You can't limit which standard dashboards a user can see. You can submit a [feature enhancement request](https://hello.gladstonesoftware.com/feature-enhancement-request). If you have bespoke dashboards, Gladstone gives access to those per user on request.
- Dates in Sisense (for example month-first, MM/DD/YY) follow your web browser's language and region settings. Gladstone can't change this in Sisense: change your browser's language and region instead.
- The password reset link inside Gladstone Reporting doesn't apply. Reset your Gladstone Cloud password instead: see [Gladstone Cloud: Password Reset](../kb/gladstone-cloud-password-reset.md).
- Gladstone Cloud accounts are disabled automatically after 90 days without a sign-in. This includes Reporting-only accounts.
- Gladstone can provide report training, including help with reconciliation. Raise a support case to ask.
- **Troubleshooting:**
  - **Username or password not accepted:** you are probably signing in with a work email address or Plus2 user ID. Use your full Gladstone Cloud username, for example `FirstnameSurname@gladstone-leisurecloud.net`.
  - **A user who used Reporting before can't sign in:** the account has been disabled after 90 days without use. Raise a support case. Gladstone re-enables the account and checks its access and password reset set-up. Wait about 30 minutes, then reset the password.
  - **A new user can't sign in straight after set-up:** the change hasn't applied yet. Wait about 30 minutes and try again.
  - **You can't reset the password from the Reporting sign-in page:** that reset link doesn't apply. Use the Gladstone Cloud self-service password reset.
  - **Dates show month first:** change your browser's language and region settings.
  - **You can't see a dashboard you expected:** bespoke dashboards are given per user. Raise a support case with the user and the dashboard name.
- **Contact Gladstone support** when:
  - a new user needs access, or an existing user needs Gladstone Reporting added (include the user's full name and their Gladstone Cloud username if they have one)
  - a user's account is disabled, or they can't sign in 30 minutes after a change using their Gladstone Cloud username
  - a user needs access to a bespoke dashboard (include the user and dashboard name)
  - you'd like report training.
- Related: [Getting Started with Gladstone Reporting](../kb/gladstone-reporting-getting-started.md); [How to Navigate and Operate Gladstone Reporting](how-to-navigate-and-operate-gladstone-reporting.md); [Configuring Single Sign-On (SSO) for Gladstone Reporting (Sisense)](../sso/configuring-single-sign-on-sso-for-gladstone-reporting-sisense.md).